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Tricky situation - video transcript

In this Behind the bar RSA training video transcript, a club member is trying to get his unduly intoxicated patron friend served liquor.

[As the bartender walks through the back entrance of the venue, we see what he sees: he greets co-workers as he walks through the kitchen and puts down his bag.]

[Bartender]

Hey Tina, busy day?

[We see a compliance sign that reads: 'It is illegal for us to supply liquor to you if you are: unduly intoxicated, disorderly, under 18'. We enter the club where customers are waiting to be served. Music in the background.]

[Bartender]

(Greets co-worker) Sally!

[A few people are served at the bar.]

[Patron 1]

Three please... thank you. Cheers, thank you.

[Patron 2]

Thanks very much guys.

[Patron 3]

Fantastic.

[Patron 4]

Cheers mate.

[Patron 5]

Mate. Cheers buddy. Good on ya mate.

[Jim, a club member, and his mate approach the bar. Jim's mate is a little unsteady on his feet. Jim leans on the bar, listening as his mate talks.]

[Jim's friend]

If they... if they had of been straight... we would have probably scored 2 more... more points all night.

[Bartender]

Hey! How you going Jim? What can I get you guys?

[Jim]

Another couple of beers thanks.

[Jim's friend]

Hey... all night. Like they would have totally scored... at least twice.

[The bartender serves Jim and his mate 2 beers.]

[Jim]

Nah... I reckon that call... cheers. Yeah I reckon that call was absolutely ridiculous.

[Jim's friend]

And if they... if they had of been straight... we would have...

[Jim and his mate go back to their seats. Jim's mate is looking decidedly intoxicated. The following questions pop up on screen: Did you see the signs? What are your responsibilities? What could you have done differently? Now the video rewinds back through the scene just played. We see Jim and his mate approach the bar again. Jim's mate loses his balance as he walks to the bar. The word 'Observe' appears on screen.]

[Bartender's inner voice]

Ahh... Jim's a member of the club, he seems OK, but his mate's showing signs of intoxication...he might have a medical condition or disability, I'm not sure.

[The word 'Engage' pops up on screen.]

[Bartender's inner voice]

I'm gunna have to have a chat with them to find out more.

[Jim and his mate arrive at the bar.]

[Bartender]

Hey! How's it going Jim? Looks like you two have had a pretty good arvo.

[Jim]

Yeah, celebrating a win.

[Bartender]

(Addressing Jim's mate) So, you and Jim must go back a way?

[Jim's friend]

(Slurring) Yeah, we're old team mates, it's been a while between drinks though (laughs).

[Jim hands the bartender their empty bottles.]

[Jim]

How about you grab us another couple of beers. (To his friend) You know what I reckon we do after this? We should go out and get a pizza.

[The word 'Assess' pops up on screen.]

[Bartender's inner voice]

Hmm... yeah, Jim's mate's eyes look glassy, he's a bit unsteady on his feet too. Jim looks fine, but I can't serve his mate any more alcohol. This is a bit tricky, I could speak to the manager, it would be better coming from him, but he's not around. Jim's a member of the club and I just don't want to embarrass him or his mate.

[The words 'Have a plan' pop up on the screen.]

[Bartender's inner voice]

Yeah...I'm gunna have to have a quiet word with Jim.

[Jim's friend]

(Slurring) Yeah, that's a good idea.

[Jim]

Three points of contact mate.

[Bartender]

(Quietly) Hey Jim, I'm happy to grab you a beer but it looks like your mates had a few too many, I'm going to have to put him on waters for now.

[Bartender's inner voice]

He might pressure me.

[The words 'Have a plan' pop up on screen.]

[Jim]

Trust me he's fine, so one more drink's not going to hurt anyone.

[Bartender]

Jim, you know management supports the responsible service of alcohol and we don't want the club getting a bad wrap. Let's stick to water this round.

[Bartender's inner voice]

He could take offence.

[The words 'Provide a solution' pop up on screen.]

[The scene rewinds to the point when the bartender has just told Jim he can't serve his mate alcohol.]

[Jim's friend]

(Firing up) What the hell are you talking about? Do you want me to come over there and get the beers myself!

[Jim]

(Holding his mate back) Do you know what I mean to this club?

[Jim's friend]

(Egging Jim on) What's going on here Jim? I thought you told me you were the man.

[Jim leans over the bar menacingly.]

[Jim]

If you want to keep your job here I suggest you have a long hard think while you get us those beers.

[Bartender]

Look Jim, it's not me it's the law, and there's no need for that sort of behaviour. What I can do, I can get security to sort out a cab for you and your mate, or you can stick to water this round, OK?

[Bartender's inner voice]

Or he might even play the friend card.

[Video rewinds back to the moment the bartender has told Jim he can't serve his mate alcohol.]

[Jim]

Come on, how long have you known me? I can vouch for him, he's completely fine.

[Bartender]

Look Jim, you know I'm only doing my job and there are a lot of consequences involved if I keep serving your mate. If you don't like my decision you can make a formal complaint and take it up with management, OK?

[The bartender pushes a beer and a water across the bar. Jim and his mate give the bartender reproachful looks as they take their drinks and leave the bar.]

[Jim]

(To his mate) Come on, man.

[The final message appears on the screen: Observe, engage, assess, have a plan, provide a solution. Think before you serve the drink.]

Watch the 'Tricky situation' Behind the bar RSA training video.

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